Talk Talk customer service

wheezy57

Hi

Does anyone out there have any experience of Talk Talks customer service - or lack of it.

I paid my phone bill online and they have taken the same amount out again a day later. I phoned TT tonight and the foreign sounding lady didnt appear to know what she was talking about and kept me waiting 18 minutes.

Then, she said your refund will appear in your bank account in 14 days time. I said that was unacceptable and I wanted the money put back into my account by midnight. She talked over me and didnt listen - as I was pretty annoyed by this stage. She then cancelled the refund request and told me to hold the line. This I did for another 20 minutes. She made it quite clear that she was the supervisor and the manager and anyone senior all rolled into one!! Obviously nothing is going to happen tonight.

This is the first time I have had any problem with them and have never needed any assistance. But they have made a mistake and then say it will be a fortnight before money gets back to me!! It was the last of my money till payday so I need it back asap.

What would anyone else recommend I do. Is there a separate number to ring?

If this continues Talk Talk will be doing the Walk Walk...

wheezy57

I am on the phone again to another lady. OK she says I can refund you right away. OK says I. The next thing she says it will be in my account in 10 days.

I asked to speak to a manager and she said 'a manager' as if I had asked for the cleaning bill for the Taj Mahal!! She said to hold on again to get 'a manager'. So, its now 10 minutes and still waiting.

If I wasnt so broke I would be happy to wait. But, they made the mistake.

Luckily, this call is free otherwise I wouldnt be such a nice, patient, wait-in-a-queue kind of person.....

wheezy57

Manager comes on and blurbs all the usual platitudes. Then at the end of the call she asked me if there was anything else she could do for me!!! I nearly fell over with incredulity.

Incidentally, I still have to wait 10 days.

bod1467

How was the money taken (the 2nd time)?

If by direct debit then simply contact your bank and invoke the DD guarantee - should be pretty much immediate, but you might need to first get past the front-line numpty.

wheezy57

Thank you for that reply. I rang my bank first thing the next day and then did the indemnity form thing over the phone and that money is back in my account. Simple. No fuss, just gave me what I asked for. Now, why couldnt Talk Talk treat me in the same manner I will never know. I have filled a questionnaire thing online (on their request) and have told them exactly what I think after the incident (!).

Incidentally the money came out the second time on my direct debit date. The reason why I pay it earlier is because I know that by the time the dd date comes along there will be not enough money in my account to pay it. I pay all my bills on the first of every month. They wont budge on changing the date to suit me.

Customer comes last. Their system comes first. I am actively looking for another provider as we speak. Oh, but the hassle I am going to go through. I havent got the time nor the energy!!

Thanks for your post though.

flashg67

I'm happy to be proved wrong on this but I believe banks request direct debits upto 72 hours before it's paid. So If you pay another way close to your DD date, it may be too late to stop the system allowing the DD going through as well?

I don't understand your comment about not having the money later in the month - according to your post, the DD was only a day after your online payment?

Glad you got it sorted anyway. Have to say Talk Talk are well known for their infuriating customer service and it's why I left them, even though I now pay more.

Fire_Fox

So after all that it is your fault it's paid twice? The DD will have been requested before the date it was taken. Can't you just cancel the direct debit and pay every month a couple of weeks early?

pmduk

wheezy57 wrote: »

The reason why I pay it earlier is because I know that by the time the dd date comes along there will be not enough money in my account to pay it.

You need to get some self control. If there's a DD due, just don't spend the money on other things? If you pay the bill by card a second time, don't be surprised if you cause yourself some problems. Talktalk are useless, but on this occasion you've caused the problem, not them.

wheezy57

Oh dear. It has nothing to do with self control.

Thank you for your unhelpful posts Firefox and pmduk.

pmduk

So enlighten us, why are you unable to keep the funds in your account to pay the DDs you have set up?

If you've so many DD mandates set up on your account you can't control them then head to the debtfree board for help on your finances.

wheezy57

Its because I dont earn very much and everything else comes out the 1st of every month. Except Talk Talk.

Who says Ive 'so many DDs'. Where did that one come from?

You have some sort of problem reading? I was having a rant about customer service at Talk Talk.

No need to have a go at me about self control and making out that Im the bad guy here.